Complaints
This profile includes complaints for WellNow Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 535 total complaints in the last 3 years.
- 285 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went well now in ********* ******** on 10/12/22. I was told by the receptionist my I was told by receptionist my Insurance was accepted by them. I received a statement for charges of $425. It had not been turned into ins. I sent them my ins Information, again, and the next thing I received was a letter from a collection agency. I have tried to call met credit at least 30 times, I've been unable to ever talk to anybody and my emails have not been answered. Today I talked to somebody at well now and she said they are privately owned and do not accept "labor insurance". Our insurance is through teamster Union.My credit has taken a hit by 40 points so far. I never would have gone there if they would have told my they didn't take my insurance. I was to rally deceived. I don't feel I should have to pay this and I want my credit fixed!
Business Response
Date: 08/29/2023
Response attached.Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Went to urgent care on 8/15/23 after 5pm, paid $165 up front, we sat there in waiting room for almost an hour, then once we got back to the room, after the nurse had been in, we sat for another hour, I went to find the nurse, explain to her that we were waiting too long, they couldn't even find the physician working that night, absolutely had no idea where he was, so I requested my money be refunded immediately and that we would gladly return when a different physician was working. I called on 8/17/23 set up a 2pm appointment for my husband, he went, paid $165, got back to the room, tried explaining to the physician what was going on and simply wanted a Lyme disease test ran. The physician became upset, told my husband there's no such thing and they don't Do that here. But the nurses told me prior that they did, its just sent out to a secondary lab. So my husband was upset, the physician decided he was done, refused to help and threw my husband out of the clinic. They kept his money, no apology what's so ever. I then had to take my husband to the emergency room on 8/17/23 at 8pm to try and get the help he needed. He has been very ill for months, has been tested for everything but Lyme. The emergency department at ************************* listened to everything we had to say, did all tests. Also did the Lyme test. We told them about the issues with Wellnow clinic and there response was, "we aren't surprised. Multiple people have to come to the ** bc they didn't treat them there." I'm really ******, because the wellnow clinic treatment of public. Taking money from public, especially those of us who don't have insurance. That's the whole reason we went to wellnow. Now not only are we out the $165, we are out many hours of time wasted. We are out the hours of time my husband had to leave work for this. Now even though we got the treatment needed from MMH, I will have a much larger bill. So I really hope someone contacts me over this. I will be filing a complaint with our department of health. I will not ever recommend this wellnow clinic to anyone. Your clinic and physicians need to be held accountable and honestly they need to be fired for not doing their job, especially when we paid up front twice! I'm very pisssed off person over this, this place ought to be Ashamed of its entire entity!Business Response
Date: 08/28/2023
Please see attached response.Initial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to Wellnow Urgent Care for a Covid-19 test and it was supposed to be a free test. I was billed for my visit 21 months later. I thought the Covid-19 test were free of charge paid for by the government. The date on the bill is for 9/3/21 at **************************** facility. I didn't receive a notice of payment until June of 2023, Why? There is no charge for a Covid-19 test, and I have never been to the Wellnow center for any other aliment. So why was I charged? I have called the number they provided me and was on hold for 2 1/2 hours and still no one answered the phone. I tried emailing them and that didn't work either. SO now I'm left with a $145.00 dollar bill that they are threatening me about making a payment. I should not have to pay, and if I was going to pay, why take 21 months to contact me? I feel like someone is scamming me. There is no way of contacting them (Wellnow) to speak to a representative.Business Response
Date: 08/09/2023
Response attached.Initial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have received a bill in the mail for a telemedicine charge for a patient that isn't even anyone in my household! I have emailed 4 times and tried to call numerous times and end up on hold for HOURS. I can't get anyone to answer my emails or calls. I don't even know what to do at this point. I cannot reach anyone to get any information. The other thing is that the service date I didn't even live in the state!Business Response
Date: 08/08/2023
Response attached.Initial Complaint
Date:08/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Had a visit at WellNow urgent care 12/11/22, paid my co-pay at the time of service. They sent me a bill 6/6/23 trying to bill me more despite already being paid for the visit by my insurance and my copayment. I tried contacting them via phone but there was no way to get through or leave a message and it told me to contact via email to resolve any billing issues. I contacted them via email 6/12/23 and got an automated response that someone would get back to me. It's 7/10/23 and no one has replied to any of my emails, a second one was sent on 7/6/23. 7/10/23 I receive another bill in the mail for the visit and no one has contacted me to resolve my issue. Tried calling again on 7/10/23 and cannot get through to anyone, have been on hold for over 47 minutes.Business Response
Date: 08/08/2023
Response attached.Customer Answer
Date: 08/08/2023
Complaint: 20300151
I am rejecting this response because: All they did was send something saying that they would resolve it with me personally. The issue is still not taken care of and I have still not received any contact or response from them resolving the issue in any other way.
Sincerely,
*********************************Initial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had to get a COVID test for a emergency medical procedure. I was told by Wellnow staff the only way to get the results in time would be to pay $150 right then. When I told my provider, they were irate and said that was not true.I have sent all of the required information to Wellnow. The email and accompanying documentation was sent on 4/21/23. Receipt was acknowledged. As of today I have not been contacted in any format. This should have been submitted to Aetna Advantage by Wellnow and a refund of $150 issued to me.Business Response
Date: 08/08/2023
Response attached.Initial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In june 2023 I received a bill from Wellnow Urgent Care for $185.00 for a !/06/2023. I have never used their services. On that date I did go to a ******************************** in *******, giving them my insurance information and a $30. copay. Wellnow has apparently bought ************************** When I got the first bill from Wellnow. I went to one of their offices to have them correct their error, but their on site staff was unable to contact their own offices by phone!I have since called their main billing office several times but the call goes into a waiting mode for 20 to 30 minutes! Again today I called them and waited 25 minutes! I have also emailed them according to their instructions several weeks ago but received no response from them!On 7/24/2023 I received another bill from them.I do not owe them any money.Customer Answer
Date: 07/28/2023
Yes the billing is coming from ****** **Business Response
Date: 08/09/2023
Response attached.Customer Answer
Date: 08/09/2023
Complaint: 20373151
I am rejecting this response because: they are not providing an answer, only that they are looking into it
Sincerely,
***********************Business Response
Date: 08/21/2023
This case is still being reviewed. Please allow more time for a response.Customer Answer
Date: 08/22/2023
Complaint: 20373151
I am rejecting this response because: I have not received a response other than Wellnow is "locking into it"
Sincerely,
***********************Business Response
Date: 08/29/2023
This case is still under review.Business Response
Date: 08/31/2023
This complaint is still under review.Business Response
Date: 09/13/2023
This is currently under review.Business Response
Date: 09/15/2023
This complaint is currently under review.Business Response
Date: 09/19/2023
This is currently under review.Initial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 1 I received two bills (one for me the other for my husband) for services provided over two years ago (July 27, 2021). I have tried calling multiple times and sending emails. It does not seem my insurance was contacted. I would like to talk to a representative.Customer Answer
Date: 07/19/2023
Hello,
Yes, that is correct. During that time we were visiting my husband's cousin in ********** and we went to the urgent care to take a Covid19 test. Attaching the bills here. Happy to answer any more questions.
Business Response
Date: 08/09/2023
Response attached.Initial Complaint
Date:07/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
WellNow fraudulently reported me to a collections agency.I had two visits to your clinics:One was on 9/3/22. I did not receive a bill for this visit until after 4/4/23. Although provided with the correct information, you did not bill my insurance. I called on 6/1/23 and WellNow agreed to submit this bill to insurance, and then send me an updated bill. According to the rep, this could take 30 to 45 days. It is now 7/26/23, and I am still waiting for the updated bill to arrive.In the meantime, I received a collections notice for non-payment for what appears to be the second visit. However, since WellNow never actually billed me for the visit, I do not have any details. I cannot pay a bill that I did not receive, and it is fraudulent to send someone to collections for non-payment if you never sent them a bill. I demand that you cease and desist all collections activity, immediately.I demand that you submit the claims to my insurance, and then send me the bills, so that I can pay them, immediately. I demand that any negative reporting and impact to my credit report is corrected immediately, including providing a written statement that this was WellNow's error.I am applying for a loan, and have already seen an impact to my credit report. WellNow will be held responsible for an negative impact from this error.Business Response
Date: 08/03/2023
Response attached.Customer Answer
Date: 08/06/2023
Complaint: 20378021
I am rejecting this response because: it doesnt say anything except that the business would reach out to me directly. I have not received any communication from them, and the issue is not resolved.
Sincerely,
*******************************Business Response
Date: 08/15/2023
Please allow more time for a response.Customer Answer
Date: 08/16/2023
Complaint: 20378021
I am rejecting this response because:I requested an adjusted bill sent to me on 6/1/23 for a visit dates 9/3/22. The company said it would take 30 to 45 days.
Instead of sending me a corrected bill, the company sent my account to collections.
On 7/26/23, after waiting on hold for 140 minutes, ****** in billing advised me that this issue was their error; the company had, in fact, sent my account directly to collections.
To date, I still have not received an adjusted bill to pay. In addition, the company has refused to remove my account from collections until the bill is paid (which again, I cannot do until they provide me with the bill to pay). The company has also refused to provide a written statement that i was sent to collections in error, due to an internal mistake, so that I have proof if questions come up when applying for my loan.
Sincerely,
*******************************Business Response
Date: 08/28/2023
We will review and respond.Customer Answer
Date: 08/28/2023
Complaint: 20378021
I am rejecting this response because:Today, I finally received a bill from WellNow Urgent Care. However, it is incorrect, with a total amount due of $220. I was told that the amount due was $133.00. This bill has NOT been adjusted for insurance.
I have been requesting a correct bill since 6/1/23, and rather than sending me the bill, the company sent me to collections.
A woman from this company called me, and told me that she would send me the adjusted bill, and put a pause on the collection activity. I called the collections agency, and they confirmed that the collection activity has not been paused. In addition, I followed up with WellNow, and ******** confirmed that the bill had not been sent as I was told it would be. The bill I received today, which is the one ******** sent, is still incorrect.
I am tired of messing around with this company and will be following up with my state legislators, attorney general, and attorney.
Sincerely,
*******************************Business Response
Date: 09/13/2023
Request is still under review.Business Response
Date: 09/15/2023
This complaint is currently under review.Business Response
Date: 09/19/2023
This case has been closed, our final letter has been sent to the patient.Initial Complaint
Date:07/10/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to wellnow urgent care in ************ **. for sutures in my finger. 5/16/2023 When I finally got in at 7:30pm and all minor emergencies were closing, they found out they had no sutures in stock and were unable to render services. At which time they refunded my $75 copay and I had to go to E.R. which cost me $350 copay. Now Wellnow Corporate is sending bills for $75. Last month I tried to call to no avail so I sent them an e-mail explaining with no response. I am currently on hold for 30 minutes as they have sent another bill without explanation.Their billing address is PO box ***** ****** **. 12201-5459 billing inquiries Phone ************ E-mail ******************************** Any help would be greatly appreciated in this cease and desist of collections not owed.Thank youBusiness Response
Date: 07/31/2023
Response attached.Customer Answer
Date: 07/31/2023
Complaint: 20300413
I am rejecting this response because:
They had nothing to say other than they were going look into it.
No resolution implied or stated.
Sincerely,
*******************************Business Response
Date: 08/02/2023
Please allow more time for a response.Customer Answer
Date: 08/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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